SYSTEMS, DEVICES, AND METHODS FOR INCIDENT MANAGEMENT INTERACTIONS

摘要

Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for interacting between a service provider system and an enterprise incident management system, that include a gateway device programmed to receive a provider method including processor-executable instructions to perform a task relating to an incident at an enterprise back-end and convert the provider method to be compatible with the incident management system. The conversion is based on a structured framework to convert a method executable in the service provider system to a method executable in the incident management system. The gateway device is also programmed to transmit the converted provider method to a server of the incident management system. The system may include a server programmed to execute the converted provider method to generate a response method and transmit the response method to the gateway device, where the response method includes data relating to performance of the task.

主权项

1. A system for executing an interaction between a service provider system and an incident management system, the system comprising:
at least one server programmed to:
receive, at the incident management system, data indicative of an incident at an enterprise back-end of the incident management system; andgenerate an incident ticket corresponding to the incident; and a gateway device programmed to:
receive a provider method generated at the service provider system and addressed to the incident management system, the provider method comprising processor-executable instructions to perform a task relating to the incident;convert the provider method to be compatible with the incident management system, to provide a converted provider method;
wherein the conversion is based on a structured framework to convert a method executable in the service provider system to a method executable in the incident management system; andwherein the structured framework specifies a conversion protocol for transforming and re-formatting of executable code and data structures of the provider method to provide a converted provider method executable in the incident management system to generate data output targeted by the provider method; andtransmit the converted provider method to at least one server of the incident management system; wherein the at least one server is further programmed to:
execute the converted provider method to update the incident ticket to provide an updated incident ticket;generate a response method, wherein the response method comprises an indication of the updated incident ticket; andtransmit the response method to the gateway device.